The DA in Gauteng is concerned that South African Social Security Agency (SASSA) beneficiaries in Benoni struggle when trying to enquire their grants.
“The lack of quality service, lack of queue marshals to attend to the lengthy queues and preference to the elderly is not the modus operandi at these offices.
“These shortcomings do not adhere to the SASSA vision of being ‘a leader in social security services’,” said DA Shadow MEC for Agriculture, Rural and Social Development Refiloe Nt’sekhe.
“The responsibility of SASSA as a social security organisation is to administer quality customer-centric social security services to the poorest of the poor, thereby restoring the dignity of the beneficiaries.”
Earlier this month, a 76-year-old woman tried to make an enquiry about her pension fund at the Benoni SASSA offices.
According to Nt’sekhe, the woman arrived at the offices around 8.30am only to find that the gates were still closed, with a long queue outside.
After standing for hours she finally got to a counter where she was not helped, but was directed to another counter.
“There, too, she had to queue and was then redirected to yet another counter,” Nt’sekhe said.
She was eventually told to complete a form and have it signed at the police station.
By this time it was almost too late for her to return in time to submit her paperwork.
“When she went back she was told that the elderly have to come in the morning,” Nt’sekhe said.
After completing this tedious process the elderly woman received her card.
“However, she was told to complete another form to be taken to the police station for her relocation application,” Nt’sekhe said.
The South African Social Security Agency’s (SASSA) senior manager of marketing and communication, Steve Mabona, said: “It is important to inform the public that the Benoni local office is allocated about seven officials dedicated to conducting queue management, which is conducted at the entrance and in the facility.
“Over and above that, there is an express queue that is dedicated to assisting the elderly and frail beneficiaries.”
He added that, upon entry, beneficiaries are directed by the queue marshals to the relevant areas of service, which are performed at different buildings in the facility.
“In this case the elderly woman needed two documents, as two affidavits were required for the different services to be conducted,” said Mabona.
“We have officials appointed to conduct the Commissioner of Oaths service, however, their limitation is on commissioning SASSA affidavits only and they may not commission SAPS affidavits, like confirmation of primary caregiver and lost SASSA payment cards.
“It is imperative to indicate that, as SASSA, we will continue with our responsibility and commitment in assisting all beneficiaries with respect and dignity.
“Our employees are conversant with and do practice the Batho Pele principles accordingly.”
